Castle Water Avaliações 26.934

customer service dealt with a problem very well indeed

The person who answered my call was very helpful

Quick and efficient response from Francesca

The customer is clearly not being treated as a priority in any of the concerns raised. I have made two very simple requests—one regarding a water meter and the other concerning water pressure—yet I am being sent in endless circles. I continually receive emails telling me to contact Affinity Water via Castle Water, only to then be told by Castle Water to contact Affinity Water directly. Neither organisation is willing to take responsibility, and nothing is actually being resolved. This constant deflection and lack of ownership is utterly exasperating and has become exceptionally frustrating.

Excellent service
The operator was cheery and helpful and gave me all the info I needed

Chris was extremely helpful, friendly and professional- a great asset to your team.

Many thanks. 🤩

I was having difficulties regarding clarification on billing so went on the CHAT line on Castle Water's portal and was given swift and very useful help from Mitchell Bennett. He resolved everything immediately which was a big relief. We have been with Castle Water for several years and have been very satisfied with their service.

Set up online account for business use very easily and then had a query on late bills and charges due to a fire at the registered office - It was easy to chat with someone and felt very personal - Mark Burke was the advisor who was extremely helpful and patient whilst I found evidence to confirm the fire. As soon as provided Mark dealt with it straight away and charges were removed. I could always go back to Mark after the initial query which was great

Thank you. Good communication and very friendly.
Thank you Francesca C. Very helpful.

Chris was very helpful with my query today.

Good Customer Service. My question was dealt with quickly and efficiently. I didn't feel as if an AI had churned out a stock response.
My question was researched and considered and I was very happy with the way it was dealt with.

Christopher Milligan was very good to speak to and he is a very professional member of staff. Well done Chris !
M Singh

I just wanted to take a moment to express my genuine appreciation for the exceptional service I received. From the very beginning of the call, you were incredibly friendly, warm, and approachable, which immediately put me at ease. What truly stood out, however, was your remarkable patience. You took the time to listen carefully, never rushed me, and made sure I fully understood everything we discussed. That level of attentiveness is rare and deeply appreciated.

You went above and beyond to be helpful, explaining things clearly and thoughtfully, and ensuring that all my concerns were addressed. Your calm and professional manner, combined with your kindness, made the entire experience smooth and reassuring. It’s clear that you genuinely care about the people you’re helping, and that makes a huge difference.

In a world where customer service can often feel rushed or impersonal, your approach was refreshing. Your dedication, patience, and willingness to help did not go unnoticed, and I’m truly grateful for the support you provided. Thank you again for your outstanding service—it made a lasting positive impression.

Removed paper billing without notice from elderly customer and then sent first bill with threatening "Notice of Intended Action". Impossible to talk to customer service. Hopeless company

Finally spoke with customer service who now recognise vulnerable customer who cannot read the remote, roadside meter, but seem to think that - despite 8 years of billing - the very very low usage (as in nothing because we have not had any livestock in those fields) it is appropriate to assume a standard monthly usage to estimate bills and then adjust annually when they send a meter reader.

Nobody seems to care that this is abuse of frail elderly

Castle water.
William Reid was very helpful and clear .

Contacted CS via web chat for a refund issue and got put through to Flora McGregor. She was absolutely fantastic!- listened closely, gave advice and promptly escalated the issue. Hoping to get a positive response soon. Very professional and timely service. My engagements with previous agents were equally pleasant, will 100% recommend.

Thank you Lauren for all your help.

Christopher Milligan Was amazing and went well out his way to sort out a billing issue. Swiftly signed me up on direct debit which i should of done years ago saving myself alot of hassle. Thank you!!!

Horrible company to deal with, even worse customer service